Mr Play – self-exclusion issue/refund.
Found for the Player - Under the MGA license a self-exclusion only carries over to other properties on the license if you explicitly ask for this to happen.
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First of all i would like to start out with that i'm a compulsive/addict when it comes to gambling and i have trouble knowing when to stop.
So here is my story on what happened.
20.10.2019 i had urges to gamble. So i signed up to mrplay and deposited for a total of 2600 nok. the next day i find out that this site is under the same license as a sister site i am currently self-excluded from. With this information i go into live chat support and tell them this, and i also ask for a possible refund.
I also ask how it is possible for me to sign up on their site when i am self-excluded on their sister casino(karamba).
the first response i got was something along the lines: thanks for bringing this to our attention we take responsible gaming very serious and so on...
the agent then tells me he will close my account and send it to the right management and i will recieve an email on the matter.
about 5 days layer i get my answer through email saying: since there is no proof of any problem before 21 no refund will be issued.
I then go into live chat talking to different live support agents to ask about this.
I get a lot of different Answers to my questions that i feel contradict each other.
some of the agents straight up just closed the chat after awhile.
i cant remember all the details right now so i might be missing some information.
I'm asking if you could help me get this sorted,as i feel i got a lot of inconsistent answers as to why i'm not eligible for a refund.
one example is the fact that using the self-exclude option doesn't mean i have an issue with gambling, well then why is it even there? what purpose does it serve then?
If i had won a large sum of money, i am pretty sure it would have been void?
If i'm the one in the wrong i will own up to it,i have no issues with it,i would just like a more concrete answer/i feel the reason is not correct.
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